Service Advisor

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Sime Darby Auto Performance Full time

Job Description:

  • Carry out service advice at the car together with the customer at the appropriate location.
  • Ensure vehicle with valid roadtax.
  • Organize test drives to ensure correct diagnosis by a Service technician and workshop master technician
  • Create complete and detailed orders with vehicle data, diagnosis, estimated TU's and working hours, completion date, scope of costs; (detailed description of faults (original statements by customer)
  • Check parts availability prior to start of repairs
  • Check for open campaigns prior arranged booking time.
  • Upselling Tequipment and PDS products, as well as the services of the dealership within the framework of the advice discussion
  • Advise in handling accident damage with support of insurance advisor
  • Sell services not yet performed (telephone offers).
  • Ensure customer mobility
  • Obtain customer approval for extensions to orders and provide this information to the workshop
  • Check and approve the complete and correct invoicing for services
  • Observance the applicable Terms and Conditions of Repairs
  • Perform final approval and check of invoice for accuracy
  • Explain the invoice to customer
  • Hand over the car to the customer
  • Make follow up calls to customers and inquire about services provided after the service has been completed
  • Provide information on prices and agree schedules
  • Assess warranty and goodwill applications from both a professional and technical point of view
  • Agree on payment terms with the customers, according to principles established with the management, prior to booking.
  • Ensure owner and vehicle data are updated in DMS.
  • Draw up findings reports in the case of repairs not carried out
  • Make cost estimates taking all in, prices and maintenance into account
  • Organize service reminder prospecting for services and warranty extension
  • Pass on information to Parts Sales to optimize parts supply
  • Organize and check product recall
  • Prepare vendor purchase orders
  • IEFS documentation
  • Acquire SSS feedback from customer
  • Responsibility for Environment, Safety and Health to ensure a safe working environment for all employees, whilst complying with local legal requirement

Professional Experience

Experience as technicians in the automotive industry

Competencies:

Job Specific/ Personal Effectiveness

  • Warranty Policies & Processes
  • Customer Focus
  • Leveraging Auto Industry Mechanical and Engineering
  • TQM Process Improvement Initiatives
  • Implementation and Enforcement of ESH Practices
  • Resource Management

Leadership

  • Sustainability Orientation
  • Emotional Intelligence
  • Leveraging Talent
  • Driving Change and Performance

Impact/Accountability

  • Jointly control the WIP volume which would affect the branch service profitability.
  • Reduce the customer complaints based on Porsche standard and requirement.
  • Improve CSI based on Porsche standard and requirement

Problem Solving/Decision Making

  • Problem identification, prioritizing and resolution.
  • Solutions recommendation: strategies to improve customer satisfaction.
  • Process Improvement: enhancing service standard.
  • Negotiation: Liaising with customer on invoice payment

Interaction:

  • Service Manager
  • Head of Aftersales
  • Team Leader / Foreman
  • Customers
  • All support employees in parts, sales, service and warranty
  • Principal

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